--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Explore # Exploring Virtual Agent {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Virtual Agent The ServiceNow Virtual Agent platform enables automated, conversational user assistance through an intelligent messaging interface. It helps users quickly access information, make decisions, and complete common work tasks by handling routine inquiries and requests. This automation frees agents and technicians to focus on more complex issues. The platform supports customization of chat experiences across multiple messaging channels and provides performance insights via the Conversational Analytics dashboard. Show full answer Show less Integration with ServiceNow Otto adds large language model (LLM) topic discovery capabilities, simplifying topic authoring and enhancing self-service solutions. Virtual Agent also supports AI agents that understand and act on multi-intent user queries by leveraging various assets including catalogs, knowledge bases, and AI skill kits. ## Key Features * **Pre-built Topics:** Available from the ServiceNow Store for common workflows in ITSM, Customer Service, and HR Service Delivery, enabling faster deployment. * **Two Versions:** Virtual Agent Professional offers comprehensive features including conversation design with natural language understanding (NLU), chat widget, notifications, and analytics. Virtual Agent Lite is a limited trial version included with the ServiceNow AI Platform for ITSM standard customers. * **Conversation Design:** Drag-and-drop Virtual Agent Designer allows building and testing conversations without scripting, supporting branching, looping, and scripting for advanced flows. * **AI and LLM Integration:** Uses NLU and LLM topic discovery for more natural conversational experiences, improving case and incident deflection rates. * **Customizable User Experience:** Branding and chat client customization, multi-channel integration (web portals, mobile apps, Slack, Microsoft Teams, Facebook Messenger, and more), and localization support for international users. * **Seamless Escalation:** Transfers conversation history and context to human agents for efficient issue resolution. * **Notifications:** Real-time alerts and status updates via multiple channels including SMS, enabling faster feedback and issue handling. * **Integration Capabilities:** Connects with ServiceNow AI Platform applications (e.g., AI Search), Workflow Studio for automated workflows, Integration Hub for third-party services, and offers a Virtual Agent API for advanced customization and multi-bot environments. ## Benefits for ServiceNow Customers * **Enhanced Efficiency:** Automates routine support tasks, reducing agent workload and accelerating user problem resolution. * **Improved User Experience:** Natural language and LLM-powered conversations enable users to self-serve effectively through familiar messaging platforms. * **Flexibility and Control:** Easy-to-use design tools and extensive customization support diverse business needs and branding requirements. * **Actionable Insights:** Conversational Analytics dashboards provide visibility into bot performance for continuous improvement. * **Scalability:** Supports multi-intent queries and integrates seamlessly with existing ServiceNow workflows and external communication channels. ## Next Steps ServiceNow customers can leverage Virtual Agent by enabling the Glide Virtual Agent plugin and exploring pre-built topics from the ServiceNow Store. Administrators and developers should use the Virtual Agent Designer to create tailored conversations and configure integrations with existing communication tools and workflows. For advanced capabilities, explore ServiceNow Otto integration for LLM topic discovery and AI enhancements. Developer training resources are available through the ServiceNow Developer Portal to support skill development. The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations with an out-of-the-box system that help your users quickly obtain information, make decisions, and perform common work tasks with Virtual Agent.{#exploring-virtual-agent__virtual-agent-desc2} ## Overview of Virtual Agent {#exploring-virtual-agent__section_ljr_bwy_1bc} Virtual Agent helps solve ordinary issues and delivers results for common requests. This leaves agents and technicians free to focus on more complex user issues. Change the look and feel of the chat experience to suit each audience for your business, including a variety of common or custom messaging channels. Monitor your bot's success with the Conversational Analytics dashboard. When you add ServiceNow Otto in Virtual Agent skills, your developers have access to large language model (LLM) topic discovery. The ServiceNow Otto topics skill includes LLM controls that make topic authoring easier so that you can deliver self-service solutions more quickly. ## AI agents in Virtual Agent {#exploring-virtual-agent__section_dd5_v4w_dfc} Virtual Agent supports AI agents. When a user ask a question to the virtual agent, the agent understands the query and uses it and reasons, plans, and executes across multiple assets. These assets include AI agents, virtual agent topics, conversational actions and sub-flows. The AI agent also works with catalogs, KBs, AI agent skill kits, and any ServiceNow Otto for Virtual Agent supported skills to help the user. Virtual Agent supports multi-intent query with AI agents if there are associated AI agents per user query. ## Pre-built Virtual Agent topics {#exploring-virtual-agent__section_glm_fbz_1bc} Pre-built Virtual Agent topics are available from the ServiceNow Store. These topics are designed to handle common issues that can occur and are customized for ServiceNow workflows. Available plugins include the following: * [ITSM Virtual Agent conversations](https://www.servicenow.com/docs/access?context=itsm-virtual-agent&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/access?context=activate-virtual-agent-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [HR Service Delivery Virtual Agent conversations](https://www.servicenow.com/docs/access?context=hr-virtual-agent-conversations&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) {#exploring-virtual-agent__ul_ydx_sbz_1bc} ## Virtual Agent and Virtual Agent Lite {#exploring-virtual-agent__section_blr_1zc_gmb} The Virtual Agent platform is available as a professional subscription or in a limited version (Virtual Agent Lite) that is automatically included with the ServiceNow AI Platform®. Virtual Agent Professional provides all the core functionality for creating and deploying Virtual Agent conversations. Virtual Agent includes the following features, which are automatically installed with the Glide Virtual Agent plugin (com.glide.cs.chatbot): * Virtual Agent Designer (supports Natural Language Understanding (NLU) in Virtual Agent conversations) * Virtual Agent chat widget * Virtual Agent notifications * Conversational custom chat integration framework * Conversational Interfaces console for admin configuration * Topic Recommendations (ServiceNow Store app) * Conversational Analytics (ServiceNow Store app) {#exploring-virtual-agent__ul_pwd_3zf_xsb} Virtual Agent Lite provides a limited (trial) version of Virtual Agent for ITSM standard customers. For more information, see [Virtual Agent Lite](https://www.servicenow.com/docs/ljd78b5YzjeM6JamfP7mLw "Virtual Agent Lite is a limited version of Virtual Agent that is available to ITSM standard customers."). ## Virtual Agent benefits {#exploring-virtual-agent__section_o3d_bf3_fwb} {#exploring-virtual-agent__table_ogy_wpy_1bc__entry__3} | Benefit | Feature | Role | |-|-|-| | Use a conversation designer to build and test conversations without scripting or advanced skills. Drag and drop elements on the graphical canvas to see the entire flow. Go further with branching, looping, and scripting. | [Virtual Agent Designer](https://www.servicenow.com/docs/ZSHubJIiz1AbowMvQgaAog "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.") | virtual_agent_admin or admin | | Empower users to self-serve, using NLU or LLM topic discovery, or a combination of both. Options include AI agents, enhanced chat with AI Search, conversational catalog skills, and more. | [Case and incident deflection in Virtual Agent](https://www.servicenow.com/docs/XsehQT5qRP0BrrrozQKwCg "Virtual Agent provides several self-service options for your user that can help deflect tickets.") | virtual_agent_admin or admin | | Use LLM topic discovery instead of Natural Language Understanding (NLU) or keywords to create more conversational experiences. ServiceNow Otto in Virtual Agent uses LLMs and generative AI skills to improve deflection rates and reduce the amount of time-consuming work that NLU topic discovery requires. | [ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/fRJhtfRRIHaGBVwf2iScHA "Use generative AI skills in your conversational experiences. ServiceNow Otto for Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows.") [LLM topic discovery in Virtual Agent](https://www.servicenow.com/docs/4ZTKKoNkvTJqb_m0ZXG~5w "Large language models (LLMs) enable Virtual Agent to process user statements in plain language. Conversations that use LLMs can outperform those conversations that use Natural Language Understanding (NLU), with easier setup.") | virtual_agent_admin or admin | | Create custom chat experiences for users from where they run Virtual Agent. | [Configuring assistants overview](https://www.servicenow.com/docs/Sc9j38ILtu~9qRO4WPWVZg "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants.") [Branding your chat client](https://www.servicenow.com/docs/pPcwFGoHzvnH5WNCaEiDkA "Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.") [Customizing a Virtual Agent chat experience](https://www.servicenow.com/docs/R4waAGZguKdwl4f2r_Fndw "Create different chat experiences for your end users based on the context in which they initiate a conversation with Virtual Agent.") | virtual_agent_admin or admin | | Seamlessly transfer the entire conversation history and context to the right human agent so they can quickly address any escalations and resolve user issues. | [Using Virtual Agent with a live agent](https://www.servicenow.com/docs/eFj9_3GykFblvumSHJIQhA "Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.") | virtual_agent_admin or admin | | Connect to where your employees and customers already are---in web portals, Now® Mobile apps, and collaboration tools like Slack, Microsoft Teams, Facebook Messenger consumer app, Workplace from Facebook enterprise messaging app, and any other popular chat or messaging app. | [Integrating Virtual Agent with other channels](https://www.servicenow.com/docs/Q1SBjuhJ7dzhewffLpZALg "Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, Facebook Messenger consumer app, Workplace enterprise messaging app, and any other popular chat or messaging app.") | virtual_agent_admin or admin | | Analyze the performance of Virtual Agent through preconfigured dashboards. | [Analyzing Virtual Agent performance](https://www.servicenow.com/docs/1wuV3hESiRrQ5oVn03H_5g "Analyze the performance of Virtual Agent through preconfigured dashboards.") | virtual_agent_admin or admin | | Deliver real-time alerts and status updates to employees, including actionable notifications and SMS notifications. Deliver notifications via all supported channels, including web, Slack, Workplace, and SMS. You can quickly collect feedback for critical decisions and resolve requests faster. | [Configuring Virtual Agent notifications](https://www.servicenow.com/docs/UTdu7kgfTuX15~GxBGhiJQ "Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.") | virtual_agent_admin or admin | | Serve your international Virtual Agent users, regardless of their language and locale. | [Localization options for Virtual Agent](https://www.servicenow.com/docs/5uibCxjg7xuvjsjUDEE~Ng "The ServiceNow platform provides several methods for serving your international Virtual Agent users, regardless of their language and locale. Professionally localize your conversations, use dynamic machine translation, or a combination of the two.") | virtual_agent_admin or admin | | Integrate with other ServiceNow AI Platform applications, such as AI Search. Use Workflow Studio to add automated workflows to conversation topics, and access many third-party services using Integration Hub spokes. | [Improving the user experience with AI Search](https://www.servicenow.com/docs/sD7e0jmoWcNvwH~GbZlJCQ "Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic.") [Integrating Virtual Agent with Workflow Studio workflows](https://www.servicenow.com/docs/mGo3~kmWl3HmpEz07C9d1g "The workflows of ServiceNow Workflow Studio can be integrated within ServiceNow Virtual Agent topics. You can then use these workflows in Virtual Agent conversations.") [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) | virtual_agent_admin or admin | | The Virtual Agent API enables developers, advanced users, and admins to use Virtual Agent as a standalone or secondary bot in your chat environment. Use Virtual Agent Bot Interconnect as the primary bot in a diverse chat environment. | [Virtual Agent API](https://www.servicenow.com/docs/ymymAb8bioiAF1VQf9U0CA "The ServiceNow Virtual Agent API is a REST API built on ServiceNow's conversational custom chat integration framework, enabling integration with enterprise or third-party chat interfaces, or as a secondary bot in multi-bot environments.") [Using Virtual Agent Bot Interconnect in your configuration](https://www.servicenow.com/docs/uI9cT2L2hAmx~LlysY~e2w "Use Virtual Agent Bot Interconnect to create a unified chat experience across multiple channels. You can support secondary bots, such as Google Dialogflow, Microsoft Power Virtual Agents, and ServiceNow Virtual Agent.") | virtual_agent_admin or admin | [ ] {#exploring-virtual-agent__table_ogy_wpy_1bc} Note: For developer training, go to the [Developer's Portal](https://developer.servicenow.com/dev.do) (login required). Navigate to LearnCoursesVirtual Agent. *[\>]: and then